Director, Marketing Operations (Remote) at Freshworks

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Company Description
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Job Description
The Marketing Operations Director at Freshworks will be responsible for heading Lead Operations team and defining and optimizing lead flow processes. This role will partner closely with various marketing functions and RevOps to manage and build the tools used by marketers to drive their campaigns.
  • Own the lead lifecycle from data ingestion to sales routing ensuring campaign attributions, touches and lead stages are tracked and aligned with overall processes
  • Own Data Enrichment and Contact Database strategy. Oversee management and growth of marketing leads database, ensuring database integrity, compliance and governance.
  • Diagnose the demand funnel, identifying areas of friction in our customers' buying journeys
  • Audit, improve and build both the traditional lead process and accounts-based workflow in support of ABM
  • Own key automation efforts like lead scoring & routing to ensure the right person gets the right interaction at the right time
  • Proactively work with marketing team members to solve process related issues, as well as provide ideas to help optimize results
  • Document processes, train marketing department staff, and manage change as improvements to how we work are rolled out

Qualifications
  • 10 years+ of experience in operations roles in marketing, sales, or other GTM orgs preferably with a technology company
  • 5 years+ of managerial experience in marketing operations with track record of building efficient lead flow processes
  • Experience optimizing lead funnel processes and managing scoring and routing models
  • Have proven experience in project management and program improvement, having constructed plans that demonstrate critical marketing paths and task dependencies
  • Excellent verbal and written communications skills
  • Capable of managing multiple tasks and deadlines while keeping strategic goals top of mind

Additional Information
Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Flexible PTO + paid time off, flexible spending, commuter benefits, work from home, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen

An Insider's view of Freshworks

What’s the vibe like in the office?

One of the things I've loved most since starting at Freshworks is how much the team values company culture. Everyone in the office is working hard, celebrating successes, and all the while having a great time. Collaboration is also a big aspect of the sales team - everyone is quick to jump in to help!

LAUREN

Account Executive

What's the biggest problem your team is solving?

It is great being part of a team that is helping companies hit the refresh switch on business software. Freshworks is letting businesses know that their software doesn’t have to be clunky or expensive. Being able to help companies overcome these challenges is truly rewarding!

TAYLOR

Account Executive

What makes someone successful on your team?

You have to be a team player. We are all in each other's corners and the collaborative and interactive workspace is one that I have come to value greatly. You will be presented with ongoing opportunities to grow, learn, and step into leadership roles. The willingness to volunteer for these roles and step into new challenges is a valuable attribute.

JENNY

Solution Engineer

What is your vision for the company?

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close and keep their customers for life. We provide refreshing software that your teams will love. All our products are ready to go, easy to use, and offer great value to any type of business.

GIRISH

Founder & CEO

How does your team reward individual success?

My team meets on a regular basis, & we begin every meeting with a few minutes dedicated to acknowledging each other successes / wins in that public forum. It's not uncommon for multiple people to give this type of positive feedback, and the entire team celebrates as a unified group. It's an awesome way to ensure that each individual is recognized

DAVID

Senior Engagement Manager

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Freshworks Women 360 is an employee group aimed at community service, professional development, and career growth.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Classpass and a fitness/reading stipend
Team workouts
Retirement & Stock Options Benefits
401(K)
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Freshworks offers pre-tax commuter benefits for all employees.
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning

Additional Perks + Benefits

Since working from home in mid March, we have added additional benefits to ensure our employees are fully supported, mentally and physically!
- One time WFH accessories stipend
- Monthly internet allowance
- Classpass membership offering
- 6-month long free DashPass subscription
- Reading & fitness stipend

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